The BankMobile Vibe app, which serves the financial needs of U.S. college students, experienced a sudden influx of callers looking for refunds for tuition paid and financial aid disbursements. Cash-strapped students were eager to know their exact account status.
The company behind the app looked to Ubiquity to respond quickly with a self-service solution that would:
- improve call containment dramatically
- relieve the increased burden on agents
- improve customer satisfaction
- create automated agent processes
- provide detailed performance reporting
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KPI results
%
containment of “Where’s my refund?” calls
%
increase in containment rate for all calls
%
decrease in agent transfers across the board
Discover all the details that contributed to making this IVR Case Study a success.
